Job Details

• Build strong relationships with customer and work with Sales team towards a common goal
• Engage with Customer and/or Partner on the project planning effort
• Collaborate with Genesys team and lead cross-functional teams towards resolution of short-term or long-term issues, as well as activities that would ensure successful deployment
• Develop an account profile for each of the assigned accounts that include key business drivers and requirements as well as a technical overview of the account's present and future environments
• Regularly deliver an escalation-issues summary report to appropriate Genesys and customer/partner contacts
• Participate in team conference calls to share status, action plans, ownership and timelines
• Ensure action is taken to correct any discrepancies based on lessons learned 
• Build and deliver the Communication Plan to the customer/partner and to the Genesys technical team
• Deliver root-cause analysis on a given issue

• Prior experience in a related project or technical account management role is essential for consideration
• Interpret customers requirements and define the most suitable solution for them
• Ability to develop and run product demos for end clients and partners
• Build a library of technical reference bid material
• Understand competitors solutions and produce comparison reviews
• Produce responses to RFP and ITTs
• Knowledge of Contact Centre Software such as Automatic Call Distribution, Call Recording, Management Reporting and Workforce Management
• Experience with PureConnect/ PureEngage solutions
• Strong working knowledge of tools such as MS-EXCEL, MS-Project, MS-Powerpoint, etc.
• Strong communication skills (written and oral) are a must. Presentation skills are required
• Aggressive, strong organizational skills and a self-starter and work well in a team
• Handle and be trusted with confidential and/or sensitive information

Reference ID - GH/IT/JC//24102018//79210/Technical Pre-Sales Manager